1-800-530-4251 | INMOMENT.COM InMoment Case Study | Foot Locker Step into Their Shoes: Designing Inclusive, Personalized Experiences with Foot Locker Did you know that more than 7,000 stores in American malls closed their doors in the first three quarters of 2019?* The world is in the middle of a retail revolution, one that requires a different way of thinking about customers, addressing their uniqueness, and where only the truly innovative survive. Global footwear giant Foot Locker has a personal mission to breathe new life into brick-and-mortar by creating personalized retail experiences designed to include and engage each of its unique customers and celebrate the communities in which they live. Foot Locker knows the right customer experience will cement its brand into the minds of its diverse group of customers, from seasonal shoppers to sneakerheads to customers with dis- abilities. In a world increasingly driven by online retail and impersonal transactions, the global brand wants to truly know its customers—using their feedback to create lasting memories and seamless transactions. FOOT LOCKER • 3,175 stores • 27 countries • Tons of customer feedback
4
Embed
Step into Their Shoes: Designing Inclusive, Personalized ... · Designing Inclusive, Personalized Experiences with Foot Locker ... customer listening strategy combined with other
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
1 - 8 0 0 - 5 3 0 - 4 2 5 1 | I N M O M E N T . C O M
InMoment Case Study | Foot Locker
Step into Their Shoes: Designing Inclusive, Personalized Experiences with Foot LockerDid you know that more than 7,000 stores in American malls closed their doors in the first
three quarters of 2019?* The world is in the middle of a retail revolution, one that requires
a different way of thinking about customers, addressing their uniqueness, and where only
the truly innovative survive. Global footwear giant Foot Locker has a personal mission to
breathe new life into brick-and-mortar by creating personalized retail experiences designed
to include and engage each of its unique customers and celebrate the communities in which
they live.
Foot Locker knows the right customer experience will cement its brand into the minds of its
diverse group of customers, from seasonal shoppers to sneakerheads to customers with dis-
abilities. In a world increasingly driven by online retail and impersonal transactions, the global
brand wants to truly know its customers—using their feedback to create lasting memories
and seamless transactions.
FOOT LOCKER
• 3,175 stores
• 27 countries
• Tons of customer feedback
It was a challenge most retailers can relate to.
Foot Locker had loads of data that gave important
insights into customer behavior, but it was coming
from so many different sources that it was hard to
see the “big picture.” Teaming up with InMoment,
Foot Locker was able to consolidate all of its Voice of
Customer programs and other operational data into
one platform, giving it the insights needed to create
a unique experience for every guest.
With data in one place, Foot Locker was able to
identify its key customer types: Power shoppers (in
Data, Data Everywhere
Identifying the “Other”
WHO IS THE “OTHER”?
• Elderly customers
• Non-sneakerheads
• Customers with diverse interests
and out), sneakerheads, and seasonal shoppers.
And there was the fourth category—that mysterious
monolith called “other.”
Who are they? What are their goals? Limitations? How
could Foot Locker provide a meaningful and inclusive
experience for them?
Armed with actionable intelligence from InMoment
and its own customer research, the global retail
leader found “the other” category consisted of
elderly customers, non-sneakerheads, and guests
with very diverse interests. With a comprehensive
customer listening strategy combined with other
data, Foot Locker was able to identify the typical
customer journey (in-store, online, feedback
experience), and designed customized experiences
for guests at each touchpoint.
BENEFITS OF CONSOLIDATING DATA WITH INMOMENT
• Foot Locker can see all feedback data in one place
• More seamless issue resolution
• Cut customer listening costs
• Curate a personalized in-store, online, and feedback experience for every guest
1 - 8 0 0 - 5 3 0 - 4 2 5 1 | I N M O M E N T . C O M
So Much MORE In-Store
Nomadic Retail
Brand Connection
To transform and personalize the in-store experience
for everyone from sneakerhead to browser to impulse
buyer, Foot Locker created the Power Store.
Each Foot Locker Power Store provides an attractive,